Extra product in an order must be addressed in the instructions if you would like it to be engraved. If extra items are not addressed in the engraving instructions, they will be sent to the customer unengraved. We no longer call or email reps to ask about extra product. It is your responsibility to address it in your instructions.
It is your responsibility to check on your orders through the flow chart. If something appears “off” based on our posted turn time, please let us know immediately via email. Be proactive and problems can be minimized. In addition, we receive several calls and emails at the beginning of each month stating that reps cannot find the prior month’s flow chart. On the left side of the screen on the Google Drive, there is an option that says “show all.” Click that option and all the flow charts will open. You can also type in the Order Number or customer’s name in the search box at the top of the screen. As a reminder, an order will be recorded in the flow chart of the month we first receive the order from Olean.
Email is the preferred method of communication. If you must speak to us over the phone, the number is (360) 719-2482. Please leave a message – we return calls twice a day. Our business hours are Monday – Friday, 8 am – 4 pm PST.
We can rush your order, and there will be a rush fee of $1.00 for each item being engraved. The money collected from rush fees is donated to a charitable cause. The last donation was to A Walk on the Wild Side, a local animal sanctuary. Many times when an order is rushed, a date is given that the customer must receive the order by. Many times this not possible without sending the order via 3-day shipping, 2-day shipping, or overnight at the reps’ expense. When you give a date, understand that we will rush the order through the engraving process; but on some occasions, it will require expedited shipping as well. If a date is given that the order is needed by, the order will be rushed regardless of when the date is. Our turn time is clearly listed on our website. If the date you request is close to the date of turn time, we will rush the order regardless. Many reps give a specific date to try to avoid rushing the order, but if the date the customer requires the order is close to the turn time, the order will be rushed.
The order will be shipped to the address you provided in your instructions. We only ship using UPS and USPS. We almost always ship UPS Ground. Orders shipping to Hawaii, Alaska, or specific requests are sent via USPS Priority Mail. If you require expedited shipping, please include this request in your instructions.
In addition to the CUTCO items, the box will arrive to your customer with a Welcome to CUTCO card and a CUTCO Use and Care booklet with your business card for each knife. You must supply us with business cards. The boxes are properly packaged to ensure no damage occurs during shipping.
Gift wrapping is available for a $5.00 fee per box. Our wrapping paper comes in white, red, yellow, silver, or black. If gift wrapping is requested and no color is specified, it will be wrapped in white.
Not every logo will look good engraved. Any shading will engrave as solid which causes the shading and other artwork to be engraved together with no definition. Some manipulation of the logo may be necessary to capture the right effect. Also, keep in mind that the smaller the logo, the less detailed the engraving will be.
I receive several calls each week asking if we have a logo on file. On our flow chart, there is a tab listed as “Logos on File.” Please check this list and check the Olean list before asking if we have the logo on file. If your logo is listed on the form, but you are not positive that it is the correct logo, you can email firstname.lastname@example.org to request a screenshot of the logo. If Olean has the logo and we do not, please email email@example.com and ask for it to be sent to us. You are responsible for attaching logos to your engraving instruction form. If, for example, you ask for the Cherry Realty logo and do not attach it, we will engrave it with a Cherry logo we have on file. If it is the wrong Cherry Realty logo, then you will be responsible for the replacement of the order.
Please put in the subject line and body of the instructions, “New Logo.” Our engraving machines require .eps format. If the logo is not supplied in this format, we will send the logo to be digitized. This process usually takes 48 hours and there is a $50.00 charge per logo. If you do not mention that you have supplied a new logo, the order will be sent directly to the engravers, at which time the problem will be noticed. This will delay your order by 1-2 days.